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Customer Service - 10 Simple and Practical Tips on How to Dazzle Customers
1. If you know that a customer is coming to visit you, put up a
sign (or maybe a balloon) that welcomes them to your business.
Tell your team who is coming so that they know who your customer
is and can call them by name.
2. When you go to...
Delighting Customers - Three Solutions to Make the Difference*
Customer service is the holy grail of most service and product
organisations. Yet there are three basics that are vital to go
further - to delight your customers...
The radio show I was listening to was debating the reasons for
rude and...
DO YOUR POTENTIAL CUSTOMERS FORGET ABOUT YOU?
Your web business probably gets product inquiries from potential customers around the globe. Inquiries come via e-mail and your web site, and you try to send information to each hot prospect as quickly as you can. You know that you can drastically...
On-line Life Insurance Quotes can Coexist with TotalCustomer Privacy
OInvasion of the Privacy Snatchers
Privacy...
Even the notion of it brings up a wistful longing, a "wouldn’t it be nice if..." ache. The concept of controlling your private information harkens back to simpler times.
Privacy is a casualty of...
Why Conducting a customer survey could double your profits!
Customer Surveys are the most inexpensive way of generating profits, which any business could dream of. Companies like IBM used to pay their sales people, a bonus, based on the customer survey rating. But how could they really boost your profits?...
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4 Customer Service Mistakes Companies Should Avoid Making
1) Being placed on hold endlessly. Don't you just love it when you call a company and they place you on hold, leaving you to listen to their latest on-hold, recorded sales pitch, over and over again. Would you think it normal business practice for a retail store clerk to ask you to "wait a minute" while they disappeared into the back of the store for ten, fifteen, thirty minutes or longer? People do things over the phone that they would never do in person. It's bad business either way to leave a customer hanging without at least coming back to let the customer know how much longer they'll be holding.
2) Getting rude with a customer. As the saying goes, even if the customer's wrong, the customer's always right. There's never any reason to get rude with a customer. If a customer gets rude with you, let them blow off steam and remember that their behavior is not an attack directed against you personally. Always keep in mind that as long as you remain calm and in control, you can address the reason behind the customer's anger.
3) Ignoring a problem. Ignoring a customer's problem won't make it go away. The same can be said of fixes that work for the company but not for the customer. Some customers have problems with a service or product that don't fit comfortably into any category. Those are the problems that need special attention, not standard responses. Too many companies ignore this and try to use the "one size fits all" method of complaint resolution. Companies have to realize
that their policy must fit the customer's needs, not the other way around.
4) Making the customer jump through hoops for a refund or exchange. I recently had to return a product to a national bookstore chain. Before the clerk refunded me, she asked me for all sorts of personal information. I refused to give this information. I explained that I hadn't given this information out when I made the original purchase, and didn't see the purpose in giving it out to get my money refunded. After 15 minutes and a visit from the store manager, they finally relented and gave me my refund. The time spent waiting in line, plus the time spent to get my refund, added up to 20 minutes. This company wasted 20 minutes of a customer's time, all in the effort to get information. If you have to disregard your customer's time in order to gather a marketing profile, you're defeating your long-term marketing goal, which is to retain a satisfied customer base that makes repeat purchases.
Russ Mate is President of MateMedia, Inc.
www.matemediainc.com
sales@matemediainc.com
Your Partner on the Web
Toll Free 1-877-309-7521
MateMedia offers the following services:
Web Hosting
Web Design & Development
Search Engine Optimization
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webmaster@matemediainc.com
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